"Almost all quality improvement comes via simplification of design, manufacturing... layout, processes, and procedures."

"We found that the most exciting environments, that treated people very well, are also tough as nails. There is no bureaucratic mumbo-jumbo... excellent companies provide two things simultaneously: tough environments and very supportive environments."

"If you're not confused, you're not paying attention."

"Winners must learn to relish change with the same enthusiasm and energy that we have resisted it in the past."

"South Africa has all the tools to compete in the new global village - an eager workforce, ready to take on any challenge."

"Celebrate what you want to see more of."

"Excellent firms don't believe in excellence - only in constant improvement and constant change."

"The magic formula that successful businesses have discovered is to treat customers like guests and employees like people."

"If your company has a clean-desk policy, the company is nuts and you're nuts to stay there."

"Communication is everyone's panacea for everything."

"Design is so critical it should be on the agenda of every meeting in every single department."

"All business success rests on something labeled a sale, which at least momentarily weds company and customer."

"If a window of opportunity appears, don't pull down the shade."

"Leaders don't create followers, they create more leaders."